# Salesforce connection and operator setup

Connect INSIDE to Salesforce and identify the Salesforce user associated with each operator.

*Release 3.3 · admin, developer, operator*

**Settings › General Settings › Salesforce** · **Settings › Account › Operators**

## What it is

**Salesforce Settings** connects a website to Salesforce so operators can work with Salesforce customer and case information in INSIDE. Each operator can also have a website-specific Salesforce user association. That association supports ownership and attribution of their CRM work.

## Who uses it and why

- Administrators arrange the connection with Powerfront and maintain permitted operator mappings.
- Developers coordinate the Salesforce application and authentication details with Powerfront.
- Operators use the resulting customer, case and CRM actions.

## Where to find it

Powerfront manages the connection under **Settings › General Settings › Salesforce**. Administrators with the **Settings** or **Manager** role maintain **Salesforce Username** in the operator's website details under **Settings › Account › Operators**, subject to their operator-administration permissions.

## How it works

The connection uses SOAP by default, or REST when enabled. REST supports password-based, client-credentials and JWT bearer authentication. Powerfront selects the appropriate mode and supplies the required connection details.

The address used to open Salesforce records is distinct from the login address. A directly configured **Auth Token Url** takes precedence in standard REST authentication. An **Object Base Url** alone does not select the password-login address.

An operator mapping identifies the corresponding Salesforce user and stores the returned identity for the website. Different websites can use different mappings for the same INSIDE operator.

## Configure it

Ask Powerfront to connect the intended Salesforce environment and confirm the authentication mode. Provide connection credentials through the agreed secure process. Powerfront can also configure record links and a custom login domain.

To maintain an operator mapping, use an account with the **Settings** or **Manager** role and permission to edit operators. Open the permitted operator record, locate the relevant website and enter **Salesforce Username**. Confirm that the mapping resolves to the intended Salesforce user.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Salesforce Integration | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Use Salesforce as the website's CRM integration. Enabling it through this screen disables Zendesk and native ticket handling. |
| Salesforce REST API | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Use REST instead of the standard SOAP connection. |
| Salesforce Client  Credentials Flow | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Use client credentials for REST authentication. |
| Salesforce JWT Bearer Token Flow | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Use a signed certificate-based token for REST authentication. |
| Is Sandbox Account | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | Use the Salesforce sandbox login choice where a custom login address does not override it. |
| Object Base Url | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Set the base address for opening Salesforce records. No object-link base address is supplied when not set. Client-credentials authentication can also use this address as a fallback. |
| Login Url | Settings › General Settings › Salesforce | website | Standard Salesforce login | Powerfront, on request | Use a specified Salesforce login domain. When not set, SOAP uses the production or sandbox login according to Is Sandbox Account; REST uses the Auth Token Url fallback. |
| Auth Token Url | Settings › General Settings › Salesforce | website | Automatic Salesforce token endpoint | Powerfront, on request | Specify the REST authentication address directly. When not set, use Login Url, then Object Base Url for client-credentials authentication, then the standard Salesforce production token endpoint. Custom integration behaviour can override this choice. |
| Username | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Identify the Salesforce connection user where required by the selected authentication mode. |
| Password | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Authenticate the connection when using password-based login. |
| Security Token | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Supply the Salesforce security token for password-based login where required. |
| Client Id | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Identify the Salesforce connected application for REST authentication. |
| Client Secret | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Authenticate the connected application for flows that require a client secret. |
| Certificate (Base64 Encoded) | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Supply the certificate material used by JWT bearer authentication. |
| Certificate Password | Settings › General Settings › Salesforce | website | Not set | Powerfront, on request | Unlock the configured certificate where it has a password. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Salesforce Username | Settings › Account › Operators | No | Associate the operator with the corresponding Salesforce user for this website. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Manage permitted operator accounts and their website-specific Salesforce user mapping. |
| Manager | Manage operator mappings where operator-administration permissions allow it. |

## Limits and good to know

- The settings screen requires Dynamics 365 integration to be disabled before enabling Salesforce.
- Enabling Salesforce through this screen disables Zendesk and native ticket handling. Plan that change with Powerfront.
- Connection credentials are separate from each operator's Salesforce user association.
- Mapping a user does not replace the permissions granted to that user in Salesforce.
- Custom integration behaviour can change the standard connection flow.

## Depends on and works with

### This feature uses

- **Configured in** [Operator accounts](ADM-007.md): Operator records hold the website-specific Salesforce user association.
- **Works better with** [Salesforce contacts](CRM-011.md): The connection supports Salesforce customer lookup and editing.
- **Works better with** [Salesforce cases and conversation links](CRM-012.md): The connection and mapped operator identity support Salesforce case work and comments.
- **Works better with** [Salesforce conversation records and transcripts](CRM-014.md): The connection supports configured conversation and transcript export.
- **Conflicts with** [Email ticket handling and statuses](CHN-026.md): Enabling Salesforce through its settings screen disables native ticket handling.
- **Conflicts with** [Dynamics 365 connection and customer records](CRM-015.md): The Salesforce settings screen requires Dynamics 365 integration to be disabled first.
- **Conflicts with** [Zendesk connection and operator setup](CRM-018.md): Enabling Salesforce through its settings screen disables Zendesk integration.

### Used by

- **Required by** [Salesforce contacts](CRM-011.md): Salesforce customer actions need the website's Salesforce connection.
- **Required by** [Salesforce cases and conversation links](CRM-012.md): Case operations need the Salesforce connection; posting comments also needs an operator mapping.
- **Required by** [Salesforce conversation records and transcripts](CRM-014.md): Export needs an enabled Salesforce connection and accessible destination records.
- **Configures** [Operator availability status](CON-002.md): Salesforce availability integration can affect manual availability controls.
- **Configures** [Skillsets and skills-based routing](CHAT-007.md): Salesforce Omni-Channel mapping can control skills marked for external status control.
- **Configures** [Salesforce Models API connection](AIP-027.md): When the website Salesforce connection is selected, its authentication and verified operator sessions determine the available execution identity.
- **Configures** [Contact matching](CRM-003.md): The Salesforce connection can enable account-based matching.
- **Enhances** [Departments](CHAT-006.md): Salesforce availability can influence eligible operators when integrated.
- **Enhances** [Salesforce leads and Zendesk contact creation](CRM-013.md): An enabled Salesforce connection adds Salesforce lead capture as an alternative to Zendesk capture.
- **Enhances** [CRM form field configuration](CRM-020.md): An enabled Salesforce connection makes Salesforce fields available for its CRM forms.
- **Enhances** [INSIDE in Salesforce and Dynamics 365](CRM-021.md): Salesforce connection and operator setup support the Salesforce workspace option.
- **Enhances** [Custom CRM integration](CRM-022.md): Salesforce matching, profile lookup and case operations can use custom behaviour.
- **Enhances** [Subsites](ADM-003.md): Connecting Salesforce makes record-type choices available in subsite settings.
- **Enhances** [Website, channel and subsite access](ADM-009.md): Connecting Salesforce adds a website-specific Salesforce username field to operator assignments.
- **Conflicts with** [Dynamics 365 connection and customer records](CRM-015.md): The Dynamics settings screen requires Salesforce integration to be disabled before enabling Dynamics.
- **Conflicts with** [Zendesk connection and operator setup](CRM-018.md): Enabling Zendesk through its settings screen disables Salesforce.

## FAQ and troubleshooting

### Who changes the Salesforce connection?

Powerfront manages **Salesforce Settings**. Ask Powerfront to change authentication, environment or connection details.

### Why do record links work while authentication fails?

Record links and login use different configuration. Ask Powerfront to check **Login Url**, **Auth Token Url** and the selected authentication mode.

### Why can't an operator post a case comment?

Check the operator's Salesforce mapping for the current website. The case comment form is hidden when the operator has no mapped Salesforce user.

### Can I enable Salesforce alongside native tickets?

Enabling Salesforce through this settings screen turns native ticket handling off. Discuss the intended case and ticket workflow with Powerfront before changing it.